Time Period

Displays the time period for which the query results are fetched.

Query Time

Displays the time when the query was run.

Filters

Displays the list of filters applied to the job.

Total Records

Displays the total number of records fetched in the report.

Agent ID

Displays the unique identifier of the agent as defined in the associated contact center.

If you are using the optional filter Agent ID, the value you specify in that field is used to filter the Agent ID field.

Zone

Displays the name of the zone created in Experience Portal.

Campaign Name

Displays the name of the campaign to which the agent is attached.

Job ID

Displays the identifier of the running session of the outbound campaign.

Job Finish Reason

Displays the reason due to which a job ends. The reasons can be one of the following:

• In Progress

• Contacts Completed

• Manually Terminated

• Timed Termination

• Completion Code Based Termination

• Goal Based Termination

Job Start Time

Displays the time when the job started.

Job End Time

Displays the time when the job ended.

Avg Talk Time

Displays the average talk duration for the total calls handled by the agent in the current job to which the agent is attached.

Avg Hold Time

Displays the average hold duration for the total calls put on hold by the agent in the current job to which the agent is attached.

Total In-Job Idle Time

Displays the time for which the agent was in Idle state in the current job to which the agent is attached.

Avg ACW Time

Displays the average after call work time for the total calls in which the agent was in Wrap-up state in the current job to which the agent is attached.

Avg Preview Time

Displays the average preview time for the total contact previews received by the agent in the current job to which the agent is attached.

Avg Callback Preview Time

Displays the average callback preview time for the total callback previews received by the agent in the current job to which the agent is attached.

Avg Consult Time

Displays the average consult time for the total calls in which the agent was in Consult state in the current job to which the agent is attached.

Avg Conference Time

Displays the average conference time for the total calls in which the agent was in Conference state in the current job to which the agent is attached.

Avg In-Job Break Time

Displays the average time for which the agent was in Not Ready state in the current job to which the agent is attached.

Total HA Time

The time when the failover server receives control from the one agent manager server before the one agent manager shuts down.